Jaime Fuhr – LobbyCentral

Author: Jaime Fuhr

CEO

Enforcing Social Distancing with Mobile Check-In

I am pleased to announce a new feature for the LobbyCentral cloud platform that will help businesses with managing social distancing requirements.

LobbyCentral Mobile Check-In is a light-weight web app that a customer will use to check-in for his or her appointment, from the convenience of their car.

Here’s how it works:

  1. Maria schedules an appointment with Wombat Financial Services to apply for a car loan.
  2. An employee creates the appointment in LobbyCentral which emails the customer a confirmation and a link to check-in.
  3. On the day of the appointment, Maria drives to the bank and in the parking lot, opens the confirmation email to click on the check-in link.
  4. Maria confirms that she is at the location, enters in her 10 digit mobile phone number, and then checks in.
  5. Employees monitoring the LobbyCentral check-in queue are notified of Maria’s arrival and the appropriate employee selects her.
  6. A text message is sent to Maria with instructions to enter the building.

By keeping customers in their vehicle, customers are isolated which complies with the six foot distancing requirement.   Additionally, a “person counter” that stands at the door is not necessary because only notified customers are permitted to enter the building.

In the next few weeks, we will be expanding Mobile Check-In to handle walk-in traffic.

Mobile Check-In is available today and at no extra cost for our cloud customers.    If you would like to learn more about Mobile Check-In and it’s capabilities, please contact sales@lobbycentral.com.

Stay safe out there!

Jaime

 

Customer Polls

Introduced in LobbyCentral SaaS version 5.0, Customer Polling is a new feature that can be used to gather feedback from customers.

Designed to be quick and simple, one-question polls are displayed at the end of the kiosk check-in process.   The customer is presented with a question and up to five choices.   The customer only needs to tap their choice and the process is complete.   Answers are anonymous and can be viewed within LobbyCentral.

Polls are great for getting a quick read on your customer service operation, but they don’t have to be service related.  The question can be about anything!

Here are some example questions you can use:

“Did you find our service lobby clean and inviting?”

“What free gift would you like to see in this year’s Customer Appreciation Box?”

“Please rate your check-in experience”

LobbyCentral Customer Polls are included with your subscription.   To get started with Polls, please visit this how-to-article:  https://support.lobbycentral.com/article/473-using-the-poll-feature

 

 

 

Virtual Callback Queues

With the recent COVID-19 pandemic disrupting the daily lives of every human being on the planet, businesses have had to come up with alternative ways to service their customers.

All states in the U.S. are under a Stay-at-Home order which has created empty service lobbies and increased call center volume.

To help businesses reduce call hold times, LobbyCentral has added a new queue type called Virtual Callback Queues.

How it Works

A Virtual Callback queue is similar to a Lobby Walk-In queue except that the customer fills out an online form to request service.   Service representatives then work the queue in order, calling the customer back.

The customer is free to go about their daily business instead of having to hold on the phone.   The call center benefits from reduced call volume and angry customers who have had to hold for a very long time.

Businesses can publish the link to their private Callback Registration form on a website, in marketing literature, or by email.

Cost

During the COVID-19 crisis, we are making Virtual Callback Queues free to use for all LobbyCentral subscribers.   This feature has already been added to subscriber accounts and is ready to go.

Get Started

For information on getting started with Virtual Callback Queues, please visit the step-by-step tutorial at https://support.lobbycentral.com/article/519-creating-virtual-callback-queue

LobbyCentral ends support for Internet Explorer

On January 14, 2020, Microsoft officially ended support for Windows 7 and Internet Explorer 11. Because Microsoft is no longer supporting the browser, it also means they will no longer provide updates which could introduce security concerns while using LobbyCentral.

To provide the absolute best user and customer experience and for security, LobbyCentral will no longer support Internet Explorer 11. You should switch to Microsoft Edge or Google Chrome. On Mac, Safari and Google Chrome are supported.

Please note that although you may continue to use Internet Explorer, support may not be provided for browser related issues. Going forward, LobbyCentral’s functionality will be tested using Microsoft Edge.

If you have any questions, please contact support@lobbycentral.com.

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